Complaints

This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  1507B Spring Hill Ave Mobile, AL 36604-3206

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  Team Mobile - Green Springs

  66 Green Springs Hwy Homewood, AL 35209-4902

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  Boost Mobile

  2620 Creighton Rd Pensacola, FL 32504

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  Boost Mobile

  8911B Pensacola Blvd Pensacola, FL 32534-1928

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I joined Boost as my iPhone carrier because I was spending time where there was no internet. I saw an ad from Boost saying unlimited hotspot. So I joined and was assured it was unlimited. Once all setup, number transferred I realized it was not unlimited and I had gone through my entire months hotspot minutes in one night. I was told that Visible has a true unlimited hotspot plan for $35 a month. I contacted Boost saying I wanted to port-out to Visible and before I was given the info needed to do so I had to speak with their retention ***** It was there the agent said he could do a true unlimited hotspot for $50 a month. I said I was not interested since I was going to a competitor for $35 a month. He assured this plan was unlimited and hed do $30 a month for three months, so I agreed. He said this would be a fresh start and he would permit me to join using my existing info. Of course I was not able to even join the hotspot so when I called customer service I was told to pay the $30 charge now and on the 9th of the month the account will reset and my new plan & new service will be available. So I paid the $30, the 9th came and no hotspot service. After 8 calls, some as long as 90 minutes the case was escalated to their Advanced Tech team and it would be working soon. By the 11th I tried to call and get info to no avail so I ported out and went to Visible. The unlimited hotspot service was up and running and not a problem. I still have not had a call informing my service was up or down or disconnected. I called Boost to say I wanted a refund since I was only 6 days into my new plan and was told its impossible to refund since there rules are only 30 after you port in. I explained I was a new customer reinstated by their retention **** as well I was told by more than one of their agents to pay and your service will be fine. Lies! It is only $30 Boost is not entitled to that money. They did not provide what they said they would and they told me to pay now!

  Business Response

  Date: 04/09/2025

  April 8, 2025
  
  
  
  Mr. ****** ********
  **********************
  ******************
  
  Re:          BBB Complaint #********
  12291513750203 - ************
  
  Dear Mr. ******************* March 17, 2025, we received your complaint, dated March 14, 2025, filed with the Better Business Bureau.
  
  You said that your request for a refund was denied even though you experienced technical issues.
  
  It is our policy that payments posted to an account are nonrefundable, as an exception, I issued a $30.00 refund for the payment made on March 7, 2025.
  
  We apologize for any inconvenience this may have caused.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  
                  ****** ********
  

  Customer Answer

  Date: 04/15/2025

  Dear BBB,

   

  I replied the solution was acceptable before I realized the $30 credit issued by BOOST Mobile was to my BOOST account of which I am no longer a customer.

   

  My request was for BOOST to credit my **** card which was used for the original bogus charge.

   

  My apologies for the confusion but BOOSTs vague and duplicitous comments are the reason for the confusion.

   

  Thank you.

  Customer Answer

  Date: 04/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********
  

   

  Business Response

  Date: 04/23/2025

  April 23, 2025
  
  
  
  Mr. ****** ********
  ***************
  ***********************;
  
  Re:          BBB Complaint #********
                  ************** - ************
  
  Dear ***************************** 22, 2025, we received your rebuttal, dated April 22, 2025, filed with the Better Business Bureau.
  
  You rejected our response stating that you did not realize the credit applied to your account instead of your credit card.
  
  Please note: to ensure an accurate audit trail, we apply a credit to the account,which creates a credit balance, and we issue the refund from there. Our records show that a $30.00 refund was issued to the credit card ending in 4203 on April 8, 2025. If you did not receive it, we recommend that you speak with your credit card issuer.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  
                  ****** ********
  

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The boost customer service and the activation team have been no help, I purchased and I am financing an iPhone 16. I purchased and created an account online with a very helpful and nice associate, he made sure my name, email, card number, social security, and my phone number were correct on my account, I was also told I will need to verify the account once I receive the iPhone 16. I purchased the phone February 22th, I received the phone February 26 and called boost customer service to get the phone activated, verify my new account and set up the e-SIM. the phone stayed on SOS for 4+ hours I was told to delete multiple times, then I would wait more hours, and still did not work, then I finally was able to get an associate that told me to go a different approach and not through the regular way, but that worked. I then went to verify my account so I could finish setting it up. Activations said my name pops up, but its not the correct phone number on the account, I was then confused, I kindly asked them what the phone number is, they said they cannot tell me that, but I was able to verify all of the info on the account, so since the phone number didnt match they said they could not verify the account. I had to go into the boost store near me and they were able to pull up my account showing my number as the active number then a MSISDN as some random number that is not my number. I called boost customer service back and give them that phone number. Thats not mine and thats the number thats on my account, they then tried Social Security, no questions generate so then they said they cant help me verify my account and told me to call back. I have continued to call boost customer service and verifications since Feb 26 up until this point Mar 7, etc. Ive spoken to many associates and managers, Ive even had a few hang up on me. They told me they cannot help me, I dont want to mess up my credit. I asked to return the phone, but I cant unless the account is verified.

  Customer Answer

  Date: 03/14/2025

  February 22 is when I purchased and started an account. I paid $95.79 for an iPhone 16 and a new line. I want to return the phone and and my money back

  Desired Resolution: 

  I want a refund and to return the phone and have my account deleted

  
  

  Business Response

  Date: 04/08/2025

  April 8, 2025
  
  
  
  Ms. Menyea Barbas
  *************
  ******, ** 98404
  
  Re:          BBB Complaint #********
                  ************
  
  Dear Ms. ***************** March 17, 2025, we received your complaint, dated March ******, filed with the Better Business Bureau.
  
  You stated that you signed up for service and financed a device. You had trouble activating the line, but this was resolved. You then found that there was a second phone number on your account you do not recognize. You requested to be allowed to return the device for a refund, but you could not set up the return because you were unable to verify your account.
  
  A review of your account shows a second line added, *************. This line is set for disconnection on April 27, 2025. Credits were applied to reverse the charges for the second line.
  
  Our records found that a device return order was set up successfully in the system. You should have received an email detailing the steps to take. If you still wish to return the device, please follow those instructions.
  
  Sincerely,
  
  
  
  ***** *******
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  ***** *****
  
  

• Initial Complaint

  Date:03/14/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I MADE A PURCHASE 3.5.2025 AS A POTENTIAL NEW CUSTOMER AND CALLED THE NEXT DAY ( *********** CANCEL THE PURCHASE. WAS TOLD I WOULD RECEIVE EMAIL CONFIRMATION AND A REFUND. AS OF TODAY, 3.14.2025, I HAVE NOT RECEIVED EITHER ONE. I HAD TO FILE A DISPUTE WITH MY BANK TO RECEIVE A TEMPORARY CREDIT WHILE THEY INVESTIGATE. I CALLED MULTIPLE TIME TO REQUEST AN EMAIL CONFIRMING MY ORDER HAD BEEN CANCELLED, WAS TOLD ONE WOULD BE SENT, BUT THEY REFUSE TO ACTUALLY FOLLOW THROUGH.

  Business Response

  Date: 03/28/2025

  March 19, 2025
  
  
  
  Ms.****** ******
  **************************************************************************
  
  Re:          BBB Complaint #********
  62112920863395 - ************
  
  Dear Ms. ***************** March 17, 2025, we received your complaint, dated March 14, 2025, filed with the Better Business Bureau.
  
  You said that you placed an order for a device, but then decided to cancel it. You disputed the payment through your credit card provider for a refund, but you did not receive an email indicating that your order had been canceled.
  
  A review of your account reveals that your order was canceled and on March ******, we emailed you at ************************* to advise you of this.
  
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** ****
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:          ****** / ******* Better Business Bureau
                  *******************************;
                  ******, CO 80210
  
                  ****** ********

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23067593
  
  I am rejecting this response because: If an email had been received I would state that I didn't receive one. I look at my email account daily and have never received any sort of confirmation of the order being cancelled. Furthermore, why was a refund never issued? I should not have had to dispute the charge with bank, file complaints with the BBB, FCC, and ******************************* to get this issue resolved. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 04/04/2025

  April 3, 2025
  
  
  
  Ms. ****** ******
  *************************************************************************;
  
  Re:          BBB Complaint #********
  62112920863395 -************
  
  Dear *************************** 2, 2025, we received your rebuttal, dated April 2, 2025,filed with the Better Business Bureau.
  
  You rejected our response stating that you did not receive an email regarding the cancellation of your order and you had to dispute the charge with your financial institution to receive a refund.
  
  We regret that we were unable to meet your expectations; we will look into your transaction to see where improvements can be made. Thank you for your feedback.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** ****
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** /******* Better Business Bureau
                  ******************************;
                  ******, ** 80210
  
                  ****** ********

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23067593
  
  I am rejecting this response because: You sound a bit remedial in your responses and it's frightening to me that you are in a leadership position. My frustration is less about the email and more about the fact that Boost Mobile STOLE money from me. I'm not sure why this is not concerning to you. I should have not had to file a dispute with my bank to have funds that rightfully belong to me returned. I have multiple recordings of Boost representatives stating the order would be refunded, as well as screenshots of a chat conversation telling me the same yet it was never done. I'm waiting  to see what type of foolishness Boost has to say in response to my *** complaint. And maybe I should seek damages for the mental anguish I've suffered as a result of dealing with an unscrupulous company.
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 04/16/2025

  My bank has provided me with a provisional credit, but has not yet made a final determination.

• Initial Complaint

  Date:03/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened the line of service with one phone line and was given an account with two phone lines. I called customer service promptly in December whenI noticed that there was a second line on my account and I told him I didnt authorize two lines that I only was supposed to have and Ive been charged for service for two lines since I opened the service and they wont refund me for the unauthorized Line that was open on my account I recorded the phone call with a representative that admitted that I didnt authorize the second line, but they couldnt unfortunately refund me for the service

  Business Response

  Date: 04/09/2025

  April 9, 2025
  
  
  
  Ms. ****** *******
  ***********************************************************************************************
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear Ms. ****************** March 14, 2025, we received your complaint, dated March 14, 2025, filed with the Better Business Bureau.
  
  You stated that you ordered a phone in December 2024,but two lines were opened. You indicated that you paid for this second line until it was disconnected on March 14, 2025. You requested a refund for the payments you made for the second line.
  
  When we spoke on April 8, 2024, I informed you that there were two phone orders made on December 19, 2024. The payments for the second line were disputed and will be returned; therefore, a refund is not warranted.
  
  You also expressed concern with the financing fee during our phone conversation, as you said the promotion stated the phone would be free. I advised you that the model ordered did not qualify for this promotion as it has a larger storage capacity, and the finance fee is the price difference.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *****
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** /******* Better Business Bureau
                  ********************************************
                  ******,CO 80210
  
                  ***** *****
  

• Initial Complaint

  Date:03/14/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Boost Mobile regarding an order I placed on February 27, 2025. As of today, I still have not received my package, which is well past the estimated delivery date.The tracking number for my order is 1Z52A2591225464953. Upon checking the status, I see that there has been no movement since March 8, 2025, when *** received the package from Boost Mobile. This delay has caused me a significant inconvenience, as I am currently without a phone.The Boost Mobile **** have not been very helpful. I am requesting a full refund for my order due to non-delivery. I expect Boost Mobile to take responsibility for this issue and process my refund as soon as possible. Please provide an update on how this will be resolved.Thank you for your prompt attention to this matter.

  Customer Answer

  Date: 03/20/2025

  Hello, my claim number is ******** and I am contacting you because I would like to close my claim. *** delivery my package today from the merchant. Thank you for your help.

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went during the black Friday weekend to purchase an iPhone 15 at *************************************. The lady said she had to put me in the $60 dlls plan, I said I couldnt afford that and that I didnt want the phone anymore. She proceeded to say I shouldnt be telling you this but after the first month, you can switch to the $25 dlls plan. I got a call from my husband and I repeated what she said and she said shh, theres a camera there, dont say it too loud.. I am not supposed to tell you this. I asked if she was sure I could and she said she was the manager at the store, which gave me confidence in my purchase. After the month passed, I called to request the change and they told me I needed to wait another month, so I did. After another month I wasnt able to switch, I called again and they told me I had to go to the store, so I did. Apparently the manager got fired for lying. They told me to call some number to request a discount for the inconvenience and told me to wait another month to do the change. I got in touch today and they said I cant change because I got the phone at a discounted price and my phone is locked with Boost for 12 months. I need to bring my plan down to the $25 Dlls plan. She also charged me for the $12 dlls protection plan and said it was for free since she couldnt let me walk out without it, I specifically said I didnt want it, but at least I was able to remove the protection from my account. I dont know who else to talk to. This is my first time with the company so of course I didnt know about any restrictions on plan changing.

  Business Response

  Date: 04/08/2025

  April 7, 2025
  
  
  
  Ms. **** ***** *******
  ****************
  *********************
  
  Re:          BBB Complaint #********
                  ************
  
  Dear Ms. ****************** March 14, 2025, we received your complaint, dated March *******, filed with the Better Business Bureau.
  
  You stated that you signed up for service at a Boost Mobile retail store. The employee there told you that you had to stay on the $60 plan for one month, and then you could call and switch to the $25.00 plan. However,you cannot change it and then you found out that the device was locked to ******************** for 12 months. You requested to receive a billing adjustment.
  
  Many of our offers include a highly-discounted device with a requirement that the account maintain a higher-level plan. As an exception, I submitted a request to have your account switched to the $25.00 Unlimited plan.
  
  The Boost Mobile Terms and Conditions disclose that a device purchased through Boost Mobile must remain active on our service for 12 months before becoming eligible to be unlocked.
  
  All Boost Mobile retail stores are independently owned and operated. We have submitted the information on your complaint to our relationship management team for review. Please be aware that a member of the store management team may reach out to you directly.
  
  Sincerely,
  
  
  
  ***** *******
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  ***** *****

  Customer Answer

  Date: 04/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Alba ***** *******
  

   

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a phone with boost mobile ********* 5G Stylus) and it came in the mail about a week later (dating back to early August 2024) the phone did not come with a SIM card but I was told by customer service when I called, that they can activate it with a "E-Sim". So the person I spoke to told me that they did it and to wait 30 min. The phone never activated so I called again. An employee tried again. I had to call about 4 times before an employee told me that my phone wasn't E-Sim compatible and was showing up from a "different tower". So I get my sim card 3 days later or so, and It ends up working and the number is fine. 2 weeks later I am charged 68$ for a second month but I didn't even get through the first month I already paid for. I called customer service and while I'm on the phone with them, a balance of 437$ owed showed up on my screen. The guy on the phone tells me that there was several lines activated on my one phone and it was an employee mistake that would be fixed. This issue was NEVER fixed. I tried to get it fixed for weeks and was ignored. I finally closed my account and thought it was over with after being denied my 68$ refund with cashapp because boost mobile refused to refund me. Now I checked tonight and my credit is poor because I apparently owe 437$ to boost. I do not owe them anything because it was their mistake as they said. In total I have paid ****** (250 for the phone itself and the 2 68$ payments for service that I never actually received) I am absolutely disgusted. I am homeless and unable to find housing because of this. I'm in absolute shock.

  Business Response

  Date: 04/08/2025

  April 7, 2025
  
  
  
  Ms. ****** *****
  **************
  ********************
  
  Re:          BBB Complaint #********
                  ************
  
  Dear Ms. **************** March 14, 2025, we received your complaint, dated March *******, filed with the Better Business Bureau.
  
  You stated that you were unable to activate your service for the first two weeks your account was open. You called customer care to resolve this; however, while you were on the line, you noticed a balance of $437.00 on your screen. You were told that three lines had been added to your account without authorization. You stated that this issue was never resolved, you requested your credit be repaired and to receive a refund for the $68.00 payment.
  
  My attempt to contact you at ************* on April 7, 2025, was unsuccessful, but I left a voicemail.
  
  Please note, at no time was the balance due on the account $437.00. I sent an email to ******************* with a request to reply with copies of any documentation showing this amount.
  
  Our records indicate that the three added lines were removed and all associated charges reversed. I confirmed that your account was never sent to collections or reported to the credit bureaus.
  
  The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. I made an exception and authorized a $68.00 refund, nonetheless. Please allow seven to ten business days for processing.
  
  Sincerely,
  
  
  
  ***** *******
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  ***** *****

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In mid November I had ****** Net out to look at my cable. My husband had past away years ago and the billing name and equipment needed to be changed. While the cable man was there he talked about getting a Boost phone which I guess is connected to the cable company. I live in a very rural area that makes it hard to get good connections, ************* service. My current phone was working just fine but he said that Boost had 3 towers and I would never have any issues plus he said there was a Boost store in town a half hour away that could help if I did. I am 77 years old with a little hearing and sight problems but I signed up, my daughter was there to help and she approved. When the phone came I could not get it to work. I called multiple times then went twice to the Boost store. The store said since I didn't buy direct from them they could not help. So I called Boost again and again. It took me almost a month to get it working and then I could not get good reception. I could not call out or receive calls at random. If I was on the phone they couldn't hear me. I had to wait until my daughter came again to have her help me and use her phone. I finally had to go back to my old phone and service as I live alone and can not be without a dependable phone and that is working good at my age. The problem now is that Boost, after many. many more calls, will not take the phone back and is charging me I think around $900.00 for it because I didn't send back within 30 days return policy. But I couldn't even get the phone to work to call sooner without help. I do not have a land line. We called many times, talked to supervisors, explained why went past the 30 days. They have it all documented but said that is there policy. I feel lied to, very deceived and just want to return the phone and get a credit. I am on a fixed income and this is a lot of money all at once and for something that doesn't work and I don't need two phones. Thank you.

  Business Response

  Date: 04/04/2025

  March 14, 2025
  
  
  Ms. ********* *****
  ************************************
  ******, IL 62373
  
  Re:          BBB Complaint #********
  93354940026157 -************
  
  Dear Ms. **************** March 13, 2025, we received your complaint, dated March *******, filed with the Better Business Bureau.
  
  You said that you purchased a device and activated an account with the understanding that you had great service in your area. However, you said that it took a month for the service to work and then it would only do so sporadically. You were denied a refund because you are outside the 30-day money-back guarantee, but you stated that you could not contact us within the 30 days to request a return. You want to return the device and ask that we provide a refund.
  
  As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website (******************************), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures, such as buildings,basements, walls, and various other structures. As a result, customers may experience difficulty making or receiving calls while indoors. In addition, data coverage is not available everywhere and service speeds are not *************** service speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service. Please note that the nature of wireless signal precludes any carrier from providing seamless coverage, and Boost Mobile offers no warranty or guarantee of such.
  
  Our records reflect that you spoke with three customer care agents on December 30, 2024. They walked you through troubleshooting and were able to resolve the issue. You called in again on January 3, 2025, and spoke with two agents. You were advised that there were no issues with the towers in your area, but we would report it. We found that you did not request to return the device for a refund throughout these interactions. You had a number of opportunities to do so, but you did not. It is also worth noting that each time you contacted us, it was on the device you stated was not working.
  
  We are unable to make an exception to allow you to return your device for a refund; however, it has been unlocked.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  ***** ****
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ******************************;
                  ******, CO 80210
  
                  ****** ********

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23062722
  
  I am rejecting this response because:

  I come from a generation where we trusted businesses to make good on their promises. I am old and **** I guess. I am now widowed and trying to make decisions on my own for the 1st time in my life, with the help of my daughters.   I have attached the phone usage that shows how many times I tried and yes they tried to help me but it still did not work.  I live alone in a very rural area and can not have a phone that does not work.  I tried to give Boost many chances to make this right and their only response now is that they want to make me keep a phone that doesn't work as promised and because I gave them so many changes to make it right I am now being punished for that.  I never said I didn't want to return the phone as that option was not given to me whenever I called, they always tried to make it work and I feel stupid for believing in them. I do not have good eyes or hearing and had to wait until my daughter come to town to help me sometimes as I would get very upset and frustrated after trying to get this phone to work for me.  I tried to get this done on my own as much as I could have, but it didn't work and I do not understand why, with all my phones calls and issues, they do not take the phone back. This is a big company to which this should not be as big a financial issue for them as it is for me. $800 plus is a lot of money for me and I was forced to go back to my old phone company, which works great for me still. I regret trying to change to a company that is full of lies and deceit.  Please stop stressing me with this further with this.  If you look at me usage statement issues, numerous phone calls, when I could make them, on my own and with my daughter you will see how much I tried to use and give Boost a try.  I can not even believe that this is going on like this.  I am going to be 78 years old soon and this is not how I want to spend what time I have left.  I have make a few learning mistakes since my husband has passed and trusting this company is one of the worst.  Please let me return the phone and get a refund.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This stems from a history of Identity Theft. Boost Mobile gave me a full refund the services that they're claiming I owed them. The *** Withdrawal was done in the Card ending in 7746. My Bank Green Dot sent me a new card ending in 4395 after I reported an unauthorized transaction from ****** *********. The card ending in 7746 which Boost Mobile kept billing me was a another phone I purchased on ****************, *********. That Phone I returned after I noticed the *** Card was disabled it was a new ******** Dish; I returned received the full refund and the merchant was vehemently angry saying he gave me the refund reluctantly out of his own pocket. The phone calling in and out only made emergency phone calls then they billed me another 72 and immediately refunded that as well. It was billed to the same card ending in 7746. I've purchased 3 I Phones 12 , 3 I Phones 13, plus the ******** Dish. I feel that this has to stop. It has affected me socially, economically, academia, and career aspirations. I've been homeless 9 months and prior to received a settlement check from the President of AT&T for the same egregious actions. Now I have to deal with T Mobile who lied and said the same thing as them all inclusively. Your Data is protected it's encrypted, T Mobile just settled for nearly $ 38.5 million dollars to pay all customers back from 2022. The other refund was from ********************** who also breached the contract. They only told me my information has been sold before Dark Web existed on the ************************. They didn't honor the million dollar protection liability payout or legal team which is why they gave me a full refund for a years subscription.

  Business Response

  Date: 04/04/2025

  March 28, 2025
  
  
  
  Mr. ****** *******
  ************************************************************************************
  
  Re:          BBB Complaint #********
                  ************** - ************
  
  Dear Mr. ****************** March 13, 2025, we received your complaint, dated March 11, 2025, filed with the Better Business Bureau.
  
  You stated that your concerns stem from a history of identity theft, and you confirmed that you were refunded for the Boost Mobile phone and services due to this. You also mentioned additional details regarding other companies that I cannot address, as Boost Mobile is not affiliated with them.
  
  Your service is currently suspended due to non-payment.The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited.
  
  We regret any hardship you experienced on our account.
  
  Sincerely,
  
  
  
  ****** *****
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********
  
  

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need my 3 lines disconnected because it's giving me problems on my new service. But they are not doing it until April when my bill is up. I have called 4 times and it's the same problem. I told them to keep my payment but disconnect my lines. I don't understand they are so mad about getting my service shut down. They are interfering with my phone calls. And I can't use my new phones without them shutting down

  Business Response

  Date: 04/08/2025

  April 2, 2025
  
  
  
  Ms. ****** *******
  *************************
  ******, ** 85716 
  
  Re:          BBB Complaint #********
                  ************ -************
  
  Dear Ms. ****************** March 17, 2025, we received your complaint, dated March 13, 2025, filed with the Better Business Bureau.
  
  You said you need your lines disconnected and this issue is causing problems with your other provider. You also expressed frustration with your lines not being disconnected until your bill is due.
  
  My attempts to contact you at ************** on April 1 and 2, 2025, were unsuccessful, but I left a message each time. I also sent an email to ***************** with a request that you contact me.
  
  Please note that as you have prepaid service, any line cancellation request will be fulfilled at the end of the billing cycle. As an exception to this policy, I disconnected your lines ending in 5380 and 6670, as requested. We apologize for any inconvenience.
  
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ****** *****
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************;
                  ******,CO 80210
  
                  ****** ********